British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,205 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,205 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

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British Gas 1 star review on 10th October 2025

104

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“British Gas don't even deserve the one star rating. I've been trying to sort out with them an incorrect debit to my When account.when I disputed a £600 debit on my bill then escalated to over a £6000 debit. I owe neither amounts. I have now spoken to my local MP and energy omnisbus service. This is affecting thousands of their customers across the UK Absolutely despicable tha amount of stress and anxiety British Gas are causing to individuals. DESPICABLE”

Helpful Report

Posted 1 year ago

“Been with them 14 years!! Gone worse! Customer service is a nightmare and no help! Waited months and still no repair for my smart meter! Also they have separated my accounts for electricity and gas! I asked them to merge and they said they can’t! Rubbish and won’t return!”

Helpful Report

Posted 1 year ago

“If I could give 0 I would. Complaint handling poor, estimating our usage over 3000kwh more than the actual meter reading which we submitted on multiple occasions but nothing ever done, stating over £1800 owed when there are no gas appliances in the property due to renovations and a disconnected gas service and now a court letter slapped through our door - I will be appealing and I will NEVER recommend or use British Gas again - worst supplier ever”

Helpful Report

Posted 1 year ago

“Shocking service. Dont seem to understand that due to disability I can not speak on the phone . Dont provide new customers with a smart meter card. Nor a correct account number!! I'm about to change company”

Helpful Report

Posted 1 year ago

“Impossible to speak to a line manager after 2months of trying to resolve my query on my bill. I'm on first name terms with the lovely girls in the Durban call centre...I've spoken on line to more call centre staff ..filled in complaint forms etc etc but still not resolved. Been given several complaint reference numbers!! Received a letter saying sorry you're unhappy don't worry we are looking into your complaint and will be in touch in 21 days....nada nothing no contact. Back on the phone to Durban..promised escalation of my complaint again for the umpteenth time.. nothing. Asked for deadlock letters to take it to the Ombudsman ..still not received any. I'm losing the will to live...this has happened since changing my account to the new system...the old system worked perfectly...I feel like I'm being overcharged by a glitch in the new system by the way it has generated my bill but it is impossible to speak to the line managers who simply will not respond to my efforts to resolve this situation. I'm at a loss and feel like I'm just going to have to pay what they say close my account and move suppliers. Can anyone recommend a company with good customer communications.?”

Helpful Report

Posted 1 year ago

“This is for all that truly think these people calling themselves “ British Gas” as yesterday they came to my home, with the police, under the pretence that someone tampered with the electric and broke into my home when I was not at home, to force a smart meter upon me, when I many times to them I don’t want a smart meter! This proves in fact, that we are dealing with terrorists here, non of this is normal and very extreme! Now I won’t use a smart meter because of the effects it has on people through radiation etc! I later called them up demanding they remove it, or I will, as there is no way I’m going to be using that bad that makes people sick etc, research the effects on YouTube, don’t believe me, see the facts! They have told me I must wait until next week for an appointment, knowing that I will not be using that box, they don’t care, cause there is an extreme agenda behind all this, to go to extremes of smashing someone’s door in to put a smart meter is insane, fact! They label themselves with names people can’t see past, but in reality, there actions speak louder then their words in fact, which is terrorism in fact! I will have to start investing in a generator then, if nothing is solved by next week! No one forces me without consent!!!!”

Helpful Report

Posted 1 year ago

“turned up hours late for appointment and then was really rude hot tempered after telling me there's a leak threatened to cut my boiler supply off”

Helpful Report

Posted 1 year ago

“I’m absolutely disgusted by this company! my first home with my first son I signed up as been told to with British Gas, which I did and I have no clue what I’m doing with this stuff, the bills was pretty expensive so this kind man from Utilitia looked at my account and helped me change over to them, I found out they put a over 3.000 dept on me from previous owners! they owned up from the mistake and said they take it down but I’m still getting emails after emails about it! I’m fed up with them! never go to British Gas they will put random dept on you! My advice is to go with utilitia you’ll save loads of money!”

Helpful Report

Posted 1 year ago

“The worse customer service I have ever experienced. The advisor are not well informed. It’s more than a week since I am chasing them to get a number to top up my gas meter. I don’t know, how they running this company but the way, they are running it. It will shut down soon. Most of the advisors, they hang up the phone when they don’t have answers. I will definitely move to some other company”

Helpful Report

Posted 1 year ago

“Dreadful app. British Gas make it extremely difficult to book an engineer for annual boiler service under the terms of Homecare agreement. It is not a breakdown”

Helpful Report

Posted 1 year ago

“Bad customer service reps same script no help shameful of British Gas”

Helpful Report

Posted 1 year ago

“I've been a customer of Scottish power, Eon, EDF, Octopus energy and British gas. And I can honestly say British gas are the worst. Very unprofessional. And nothing but LIARS. I have a faulty electric and gas meter. I was told an engineer would be out in june. Since then their has been another 3 appointments made. And all of them cancelled from their side. I will be changing energy supplier ASAP.”

British Gas 1 star review on 14th August 2024

Helpful Report

Posted 1 year ago

“Distressful company. I strongly advise caution with this company. I mistakenly made two payments of £760 each, and despite numerous attempts, I have been unable to recover my money. This has caused significant hardship, especially as I am struggling to cover my father's funeral expenses. I have repeatedly pleaded with British Gas for a refund, but to no avail. My experience has been marred by repeated calls, some of which appear to have been erased from their records, and a series of misleading responses and evasive tactics designed to avoid issuing a refund. Beneath a veneer of politeness, this company lacks integrity and ethical standards.”

Helpful Report

Posted 1 year ago

“I wonder if there could be a minus number of stars because they definitely are not worth one star. I CAN SEE THAT THEIR CUSTOMER SERVICE IS RATED ONLY 1.1 BUT IN MY OPINION THIS IS VERY GENEROUS. I have been waiting weeks for my EV charger to be installed. I've had my new car for 6 weeks already. Whenever I phone, I get a pleasant person on the line who cannot ever give me any information. It is another department who deals with installations who I can't speak to but 'they will pass it on'! They are also very busy they tell me. There is never a call back to me. I have tried emailing this awful company and they do not ever respond. I've asked to speak to a manager, but just get told that they will pass it on to them. Originally they asked me for a long list of photos and a plan of my house which we quickly sent. Then heard nothing. After every phone call I get a series of text messages asking me how they did! They are an utter shambles. If you value your sanity and your time, then I suggest you go elsewhere and hopefully find a company who actually cares about service to their customers. I still have no idea whatsoever about when the work will be carried out!”

Helpful Report

Posted 1 year ago

“1 They want you to do everything online but their sight does not work. 2 The call handlers are not trained un customers services 3 The call handlers are based in South Africa making it very hard to understand their accent. 4 I went round in circles trying fix a tariff. DO NOT GO WITH THIS COMPANY!!!”

Helpful Report

Posted 1 year ago

“So many issues with British Gas: 1/ My 89 year old mother was told that her house would burn down if she didn’t get a smart meter. Once it was fitted it took 3 years for an engineer to refit it correctly. 2/ They sent a cheque payable to my deceased mother-in-law when they had full details of the executors 3) I was sent a bill for £3,200 dating back to 2021 when I had been paying by direct debit and all bills showed that I was in credit, I appealed to the energy ombudsman who supported me but British Gas failed to reply to them by the deadline and appointed a debt recovery agency to contact me. They said that they had emailed a solution but when I finally received a copy of the email I discovered that they had inadvertently sent an email to a work colleague not to me. 4) I attempted to ring a manager but was told by the switchboard that British Gas managers will not talk to customers and that she had been told not to transfer customer calls. 5) Over a 3 month period I requested 7 times that someone ring me – they have never telephoned me – I can ring them but no one is able/willing to resolve”

Helpful Report

Posted 1 year ago

“Absolutely shameful company, I’ve had problems due to my account since June. I have a large amount on the balance of my account and trying to get in back is shocking. I pay way over the odds monthly direct debit now they are stating there is a problem with my metre!! I have been told some many lies by the staff here. It’s not fair anyhow they can treat their customers like this. I will going to the trading standards and I will not stop I DO NOT RECOMMEND THIS COMPANY AT ALL!!!!!!!”

Helpful Report

Posted 1 year ago

“British gas is the single worst, most incompetent and utterly non-sensical useless company I have ever dealt with. DO NOT EVER CONSIDER THEM. It has been over one month and they have failed to switch us from pre payment to credit despite us phoning them over 30 times. They have promised to call us back at least 5 times and failed to do so every time. They think it is acceptable to lie to you to get you off the phone. They then blocked our request to switch to a competent energy provider without telling us why. When we asked, we were told there was a £2 debt which we could clear for up to 5 working days. When I objected she promised to look into it and call me back. She never did. I then called the next day and the advisor said the debt was actually 77p and took my payment immediately. This company does not make any sense. They were also aware we had a baby but still cut off our heating and electricity without warning on several occasions.”

Helpful Report

Posted 1 year ago

“Absolute shambles of a company. Been billing me incorrect over a year due to issue with reading smart meter. Account was in credit until they provided me with an “accurate” bill then suddenly nearly £2000 in debit. Tried to solve issue with them but couldn’t as their staff have absolutely no idea. Contacted ombudsman and it’s been 3 months with them as British Gas refuse to meet deadlines provided or listen to anything that the ombudsman say.”

Helpful Report

Posted 1 year ago

“Mum in law left BG March/ April 2024. June 2nd started getting bills and final demands letters, solicitor letters, debt collection threats etc.. None are anything to do with her or her address.. Supply addresses all over the nation.. Random account numbers all linked to her address.. Since then we are North of 140 letters/ bills..62 of which were in 4 days ! So far around 85-90 accounts numbers linked to her house that we know of. Complaint raised.. Just keeps being escalated yet nothings done. Told few days ago they still have time... That was one of the lucky times I actually spoke to someone as they constantly cut me off.. Ignore questions.. You can't speak to the complaints dept which is ludicrous.. Absolutely disgusting company.. Their new billing system is corrupt and they have the blinkers on and refuse to acknowledge it. Post office scandal the 2nd coming up mark my words. . Seeing a solicitor for harrasment next.. Can't wait to see the huge fine they get when it goes public.. pic attached of one days worth last week...clowns”

British Gas 1 star review on 8th August 2024

Helpful Report

Posted 1 year ago

British Gas is rated 1.2 based on 3,205 reviews